Sobre o Intercom

O Intercom é uma plataforma de relacionamento conversacional (CRP na sigla em inglês).

Com o Intercom, é possível construir melhores relacionamentos com os clientes por meio de experiências personalizadas baseadas em mensagens em toda a jornada do cliente.

As empresas mais bem-sucedidas do mundo, como Atlassian, Shopify e New Relic, usam o Intercom para oferecer experiências de conversação do cliente por meio de bate-papo, bots e mensagens personalizadas.

Dispositivos

Porte da empresa

P M G

Mercados

Estados Unidos, Canadá, Reino Unido, Austrália, Alemanha

Idiomas

Alemão, Checo, Chinês (simplificado), Chinês (tradicional), Coreano e outros 17, Danês, Espanhol, Filandês, Francês, Hebreu, Holandês, Húngaro, Indonésio, Inglês, Italiano, Japonês, Norueguês, Português, Russo, Sueco, Turco, Árabe

Imagens

Manage and respond to all conversations from a shared team inbox with notes and live customer profiles
Segment customers in order to target the right groups of people with the right messaging, at the right time
A/B test messages to continually improve performance
Announce new features and products with targeted emails to users
View team performance and plan ahead with Intercom reports
Modern Messenger
Send auto-messages to website visitors
Save commonly used replies
Suggested Articles
Smarter Knowledge Base
Ver mais 11
Captura de tela do Intercom: Manage and respond to all conversations from a shared team inbox with notes and live customer profiles Captura de tela do Intercom: Segment customers in order to target the right groups of people with the right messaging, at the right time Captura de tela do Intercom: A/B test messages to continually improve performance Captura de tela do Intercom: Announce new features and products with targeted emails to users Captura de tela do Intercom: View team performance and plan ahead with Intercom reports Captura de tela do Intercom: Modern Messenger Captura de tela do Intercom: Send auto-messages to website visitors Captura de tela do Intercom: Save commonly used replies Captura de tela do Intercom: Suggested Articles Captura de tela do Intercom: Smarter Knowledge Base

Recursos

Total de recursos do Intercom: 32

  • @menções
  • API
  • Acompanhamento de atividades
  • Análise de dados da participação
  • Banco de dados de contatos
  • Bate-papo
  • Captura de leads
  • Comunicação multicanal
  • Ferramentas de colaboração
  • Gestão da base de conhecimento
  • Gestão de caixa de entrada
  • Gestão de e-mail marketing
  • Gestão de help desk
  • Gestão de permissões
  • Gestão de visitantes
  • Integração de CRM
  • Integração de comércio eletrônico
  • Integração de redes sociais
  • Integração de site
  • Integração de terceiros
  • Integração do help desk
  • Lead Nurturing
  • Marcação
  • Mensagens instantâneas
  • Notificações em tempo real
  • Otimização de taxas de conversão
  • Perfil do funcionário
  • Perfis personalizados
  • Permissões por função
  • Relatórios de desempenho
  • Segmentação de clientes
  • Testes A/B

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Trustpilot

4,5
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Avaliações

Classificação geral

4,5 /5
(749)
Relação qualidade/preço
4/5
Recursos
4,3/5
Praticidade
4,4/5
Suporte ao cliente
4,3/5

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Exibindo 5 avaliações de 749
Liam M.
Classificação geral
  • Setor: Software
  • Porte da empresa: 11-50 funcionários
  • Usado Semanal durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Not Much Competition

Avaliado em 01/08/2019

Everything has been fantastic from the Customer Success-led implementation process to it being...

Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing.

Vantagens

From both the administrative and user perspective, the ease of use and just overall depth of what you can create with the product is very impressive. It allows a great amount of customer support to be automated and simplify it's delivery via articles and a knowledge base that'll continually grow.

Although it's not the biggest feature, as a user, I love that it's focused on getting you an answer/resolution the quickest way possible given the same entry method. Type "adding users" in an application with Intercom support will quickly both deliver you articles that can potentially solve your problem or will also quickly deploy a CSM to you to answer it directly in case it was a bit more complex.

Best part though is the feedback cycle, you're typing exactly what you want to know into the application and if no articles return: New Content Topic.

Desvantagens

Theres really not much. I've run into situations where it was wrongly applied within other organizations and not properly resourced, giving a less than average experience. But that's not as much specific to Intercom themselves.

Given they are the industry leader, it can come at a premium for a larger organizations.

Avaliador Verificado
Classificação geral
  • Setor: Internet
  • Porte da empresa: 11-50 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 6.0 /10

More than a messaging platform

Avaliado em 13/02/2021

We are using Intercom as our main costumer messaging platform in all our ends, from emails to...

We are using Intercom as our main costumer messaging platform in all our ends, from emails to customers to internal communications for our team. Intercom does everything in a neat and easy way.

Vantagens

In a few words, using Intercom is such a wholesome experience with zero to non competitor in the market who can compete with his top notch features and constant improvements. There is always something new in the works to make it even more useful.

Desvantagens

The overall quality of the SaaS is very good, but the price you have to pay for everyone of the features is a bit too much compared to what is offered from the competition, don't get me wrong, being at the top of the list comes with a hefty price tag.

Resposta do Intercom

Thanks so much for letting us know how Intercom is helping you manage your communications with your customers and teams.

Thanks too for you feedback regarding our pricing and packaging. Our aim is to align the price you pay to the value you see, and it's a difficult one to get this right for every type of business model. I'll make sure to pass your comments on to the right team.

Thanks again,
Kate (Intercom - Customer Engagement)

Susanna N.
Classificação geral
  • Setor: Hospitais e Saúde
  • Porte da empresa: 11-50 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 0.0 /10

Unreponsive and caused a severe service disruption

Avaliado em 02/12/2020

When COVID hit, we were evaluating our software solutions and inquired about switching from an...

When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective [SENSITIVE CONTENT HIDDEN]. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change.

A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.

Vantagens

When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.

Desvantagens

Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.

Resposta do Intercom

Hi Susanna,

I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel.

I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback will not go unheard. We never want an Intercom user to loose access to our tools as we recognize businesses rely on our services.

Our Relationship Managers work exclusively with customers on annual contracts so as you will be moving to a monthly model you will no longer have access to that team, however you will still have access to to our support team via the messenger. I do want to recognize that response times in previous months have not been where we'd like but we've made changes and are back on track now.

Thanks again for this post,
Kate (Intercom - Customer Engagement)

Avaliador Verificado
Classificação geral
  • Setor: Internet
  • Porte da empresa: 11-50 funcionários
  • Usado Semanal durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Amazing customer support

Avaliado em 19/01/2021

Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price

Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price

Vantagens

The customer support is the most responsive I've ever had from a messaging / email software. We use the email because it's already integrated into our messaging and support software, so we don't have to do any import of the contacts.

Desvantagens

It's not super intuitive or the easiest to use sometimes, like all enterprise level software it can get a bit complicated. It's also not built out for email, e.g. we also can't create unsubscribe groups on email which is a bit annoying.

Resposta do Intercom

Thanks for letting us know you have had such a good experience with Intercom since swapping from Sendgrid.

I've made sure your feedback regarding email capabilities has been sent to the product team - it's an area of focus for us.

Kate (Intercom)

Damola B.
Classificação geral
  • Setor: Internet
  • Porte da empresa: 2-10 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Supercharge Your Customer Interactions

Avaliado em 06/10/2020

I am able to deploy a simple interface that helps customers interact with our team while they use...

I am able to deploy a simple interface that helps customers interact with our team while they use our software. The team is also able to get direct notifications on their email, Smartphone apps and Slack (via the Intercom<>Slack integration) and respond promptly to queries.

I am able to deploy product tours to users while they use our software. It helps us scale our support in ways we couldn't get done in the past.

Finally, we are able to assess user actions across various touchpoints and sections of our software. We are also able to gauge our performance with supporting users. i.e. response time, user satisfaction with support interections etc.

All together, Intercom is one of the best decisions we've made as a startup so far!

Vantagens

I like that users are able to reach us at Mercurie for our flagship product. I also love that we are able tosend them emails triggered by rules set by us. I also love the various apps I can integrate to our company account. It has made interaction with users so much easier and richer.

I almost forgot the in-app tours and the new features they release every month. As a leader in a startup that owns a SaaS solution, I am always inspired by Intercom every time I use it. As a user, I am all to delighted every time I interact with the software.

Desvantagens

To be honest, nothing really. Maybe the learning curve that comes with figuring it out at first, but they have a robust help centre and academy that resolves areas where we lack clarity.

Resposta do Intercom

Thanks for leaving us this review Damola. It's wonderful to hear that Intercom is helping you communicate and interact with your users in such a rich way!

You're right that the learning curve with Intercom can be pretty steep as the tool is so powerful, and our Product Education team are hard at work creating content to help at every step. Make sure to check out our free online Intercom Academy courses, webinars and our new customer community Interconnected, as these are all great ways to continue your learning.

Thanks again,
Kate (Intercom - Customer Engagement)

Exibindo 5 avaliações de 749 Leia todas as avaliações

Perguntas frequentes sobre o Intercom

Abaixo estão algumas perguntas frequentes sobre o Intercom.

O Intercom oferece os seguintes planos de pagamento:

  • A partir de: US$ 38,00/mês
  • Modelo de preços: Assinatura
  • Teste Grátis: Disponível

Não temos informações sobre os recursos do Intercom.

Os clientes habituais do Intercom são:

Pequenas empresas, Grandes empresas, Empresas de médio porte

O Intercom está nos seguintes idiomas:

Alemão, Checo, Chinês (simplificado), Chinês (tradicional), Coreano, Danês, Espanhol, Filandês, Francês, Hebreu, Holandês, Húngaro, Indonésio, Inglês, Italiano, Japonês, Norueguês, Português, Russo, Sueco, Turco, Árabe

O Intercom é compatível com os seguintes dispositivos:

Android, iPhone, iPad

O Intercom se integra com os seguintes aplicativos:

Azuqua, Bitium, Campaign Monitor, Front, Klipfolio, PARiM, Slack, Stripe, Zapier, Zendesk

O Intercom oferece as seguintes opções de suporte:

FAQs, Fórum, Base de conhecimento, Suporte online, Tutoriais em vídeo

Categorias relacionadas

Veja todas as categorias de software encontradas para Intercom.